Strategic Customer Success Manager

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. 

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

Job Description

At Freshworks, we're on a mission to help businesses delight their customers and employees through simple, powerful software. As we continue to grow our Enterprise business, we're looking for a Strategic Customer Success Manager to partner with some of our largest and most influential customers across North America. 

This is a highly visible role where you'll own relationships with a select portfolio of our most strategic accounts—organizations that represent millions in annual recurring revenue and play a critical role in Freshworks' continued growth. 

As a trusted advisor, you'll work closely with executive stakeholders to understand their business priorities, align Freshworks solutions to their strategic objectives, and ensure they're realizing measurable value from their investment. You'll collaborate across Sales, Product, Engineering, Professional Services, and Executive Leadership to advocate for your customers and help shape their long-term success. 

If you enjoy building executive relationships, navigating complex enterprise organizations, and making a measurable impact on customer outcomes and business growth, we'd love to meet you. 

What You'll Do

• Own a portfolio of approximately 20-25 Strategic and Key Enterprise customers, representing $8M-$10M in ARR
• Build trusted partnerships with executive sponsors, business leaders, and technical stakeholders, serving as the strategic advisor throughout the customer lifecycle
• Help customers maximize the value of their Freshworks investment by driving adoption, business outcomes, retention, and long-term growth
• Lead Executive Business Reviews, strategic planning sessions, success plans, and value realization conversations with senior customer stakeholders 
• Partner closely with Account Executives and Sales leadership to develop account strategies that strengthen customer relationships and uncover expansion opportunities 
• Leverage customer health, product adoption, and business insights to proactively identify risks, remove obstacles, and drive measurable customer outcomes 
• Collaborate across Product, Engineering, Support, Professional Services, Marketing, and Customer Advocacy to represent the voice of the customer and influence future product direction 
• Serve as the primary strategic point of contact for executive customer engagements, helping navigate complex business and technical discussions while ensuring exceptional customer experiences
• Travel to customer sites throughout the year to strengthen relationships, facilitate executive meetings, and support strategic business initiatives 

Qualifications

• 10-12+ years of experience in Customer Success, Technical Account Management, Enterprise Consulting, Account Management, or a similar customer-facing SaaS role
• Experience managing strategic or enterprise customer portfolios with responsibility for driving retention, adoption, and revenue growth
• A proven ability to build trusted relationships with executive stakeholders, including CIOs, CTOs, senior business leaders, and other C-suite executives 
• Strong commercial acumen with experience partnering on renewals, growth strategies, and long-term customer planning
• Experience leading Executive Business Reviews and facilitating strategic conversations that connect technology investments to business outcomes 
• Exceptional communication, presentation, and relationship-building skills with the confidence to influence both customer executives and internal leadership 
• Strong technical curiosity and the abilit